5alty Terms of Use for Customers

1. What 5alty does

• 5alty is an online marketplace that connects you with shops near you, together with a delivery service.
• The shops are the sellers. The shop is responsible for the food and goods: their quality, safety, match with the description, expiry and ingredients. If you have an allergy, ask the shop or contact us before ordering.
• 5alty is responsible for running the app, delivering the order to you, handling complaints, and the «هاتيلي» service, in which we buy on your behalf.

2. Your account

• You must be at least 18 years old.
• You sign in with a one-time code sent to your email or mobile. Keep your email and mobile secure: any order from your account counts as yours.
• Give accurate details, especially your address and mobile number, so the rider can reach you.

3. Orders, prices and fees

• The prices you see in the app are set by the shop and include taxes where applicable.
• The delivery fee depends on your area and the shop's area. Any service fee, if one applies, is shown clearly.
• Before you confirm an order you see the total: the goods, the delivery fee, discounts and any deposit. If the price changes before you confirm, the app tells you and asks you to review it.
• A product marked «خلص» (sold out) cannot be ordered until the shop makes it available again.
• Once the shop accepts the order, it starts preparing it.

4. «هاتيلي»: we buy for you

With «هاتيلي» you tell us what you want, and 5alty buys it on your behalf and delivers it.

• We send you a price quote covering the goods and delivery. The quote is valid for 15 minutes, and we may remind you before it runs out. If you do not approve it in time, the request is cancelled and you can ask for a new quote with one tap.
• By approving the quote, you authorise us to buy those goods for you.
• If the actual price in the shop is higher than the quote, we ask you to approve the difference before buying. You have 10 minutes to answer. If you decline or do not answer, the order is cancelled automatically, nothing is bought and you pay nothing.
• If the actual price is lower than or equal to the quote, you pay the quoted total you approved.
• We send you a photo of the goods we bought.
• «هاتيلي» orders are paid in cash on delivery. Wallet balance cannot be used for «هاتيلي».
• You can cancel a «هاتيلي» request before you approve the quote or before we start buying. After purchase, the cancellation rules in section 7 apply.

5. Scheduled orders (preorders)

• You can schedule an order instead of having it delivered now, in the times the app offers (currently up to two days ahead and at least 45 minutes from now).
• Some products can only be ordered in advance and show their own times and preparation period.
• The shop must be open at the time you choose.
• You can cancel a scheduled order free of charge until it is sent to the shop and preparation starts.
• We aim to deliver on time, but the time is an estimate and may slip because of traffic, weather or similar conditions.

6. Payment

• You can pay the rider in cash on delivery, from your 5alty wallet balance, or both.
• Card payment is not available at the moment.
• The wallet cannot be topped up with money directly. Its balance comes from gift cards, order refunds, cashback, «هات حبايبك» rewards, goodwill credit and returned deposits.
• Wallet balance can only be used in 5alty and cannot be withdrawn as cash, except in the cases described in the privacy policy when an account is deleted.
• Please have the exact amount ready where you can. The rider may not carry change for large notes.

7. Cancellation

• You can cancel an order in the app free of charge as long as no rider has been assigned to it. After that, contact support.
• 5alty may cancel an order if the shop does not accept it or no rider is found within the time we set, if an item is unavailable, or for a safety reason.
• If an order is cancelled automatically because the shop or the riders did not respond in time, we add goodwill credit to your wallet (currently 10 EGP, once per order).
• If an order is cancelled after you paid part of it from the wallet, that part goes back to your wallet.
• An order that has been picked up by the rider and bought or paid for cannot be cancelled.

8. Deposits (تأمين) and returns

Some products carry a deposit, such as gas cylinders, water jerrycans or returnable containers. The deposit is shown separately in the order before you confirm. There are two ways it works:

• Deposit held by the shop: you pay it in cash to the rider and it is passed to the shop. When you return the item to the shop, the shop refunds the deposit to you.
• Deposit held by 5alty: you pay it with the order. When the item comes back and is recorded as returned, the deposit is refunded to your wallet. If the item is not returned within 14 days, the deposit goes to the shop.

The way that applies to each product is shown in the order. If the order is cancelled before delivery, the deposit is refunded.

Goods cannot be returned after delivery unless they are faulty or wrong. In that case, follow section 9.

9. Missing or wrong items

• If an item is missing, wrong or has a problem, report it from the order page in the app within one hour of receiving the order.
• You can attach a photo, which speeds up the review.
• We review the claim. If it is upheld, we refund the item's price to your wallet.
• Some small claims are refunded straight away, within limits the app sets (the amount, the number of claims per month and a share of the order). Larger claims go to support for review.
• If the shop turns out to be at fault, 5alty holds the shop accountable. This does not affect your refund.
• Claims about «هاتيلي» orders go straight to support.
• If the claims system is abused, we may refuse claims or suspend the account.

10. Promo codes, cashback, «هات حبايبك» and gift cards

• Promo codes: each code has its own conditions, such as a minimum order, a maximum discount, a validity period and a number of uses. If the order is cancelled, the use of the code is returned to you.
• Cashback: calculated under the running offer and added to your wallet as credit. This credit expires after a period shown to you (currently 90 days). If the order is refunded, its cashback is removed.
• «هات حبايبك»: when a friend creates an account with your code and receives their first order, you both get a reward in your wallets. The reward is for the first order only, has a monthly limit on invitations, and does not count if the device or number was used before. Reward credit expires after a period (currently 90 days).
• Gift cards: sold by the 5alty team, and their balance does not expire. A card may be for a named customer or for whoever holds the code. Keep the code as safe as cash. A card that has been sold cannot be returned, except where the law or the privacy policy provides otherwise.
• Cashback, «هات حبايبك» rewards and goodwill credit cannot be turned into cash, and are forfeited if the account is deleted.
• We may cancel any discount or reward obtained through fraud or abuse.

11. Leave at the door

• If you choose "leave at the door", the rider leaves the order at your door without handing it to you, and must take a photo of the order at the door before completing the delivery. You can see the photo.
• Once the photo is taken, the order counts as delivered, and you are responsible for it from that moment.

12. Acceptable use

You may not:

• Use the app for anything unlawful, or order prohibited goods.
• Place fake orders, game offers or claims, or open more than one account to collect rewards.
• Harass, threaten or insult a rider, shop staff or support.
• Try to access someone else's account, disrupt the app, or scrape its data by automated means.

13. Suspension and deletion

• We may suspend your account or switch off services in it (such as the wallet) if you break these terms, if fraud is suspected, or if the law requires it. We will tell you why unless the law prevents it.
• You can ask to delete your account from Account at any time. The steps and what happens to your balance are set out in the privacy policy: review within 7 days, then the account is locked, then a 14-day grace period, then the data is deleted or anonymised. Gift-card balance and order refunds are paid back to you; cashback and «هات حبايبك» rewards are forfeited.

14. Limits of our liability

• The shop is responsible for its goods. 5alty is not responsible for defects in the goods themselves, but we help you with the claim and refund as described in section 9.
• Delivery times are estimates. We are not responsible for delays caused by things outside our control, such as traffic, weather, internet outages or decisions of the authorities.
• To the fullest extent the law allows, our liability for any order does not exceed the value of that order.
• Nothing in these terms removes your rights as a consumer under Egypt's Consumer Protection Law.

15. Governing law

These terms are governed by the laws of the Arab Republic of Egypt. If a dispute arises, we will first try to settle it amicably through support. If that fails, the competent Egyptian courts will decide it.

16. Changes to these terms

We may change these terms. When we do, we will tell you in the app and ask you to accept the new version the next time you sign in. If you do not agree, you can stop using the app and ask to delete your account. Every version has a number, and the app shows you the current one.

17. Contact us

• 5alty (خالتي)
• Email: info@5alty.com
• Customer service number: +201222555392